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Lessons learned from Success Stories in E-Government

Lessons learned from Success Stories in E-Government. Nibal Idlebi Ministry of Communications & Technology. Considered Experiences. UK E-Government initiative and its different project Dubai E-Government project E-Government in Jordan Focus on UK project. What is E-Government.

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Lessons learned from Success Stories in E-Government

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  1. Lessons learned from Success Stories in E-Government Nibal Idlebi Ministry of Communications & Technology

  2. Considered Experiences • UK E-Government initiative and its different project • Dubai E-Government project • E-Government in Jordan • Focus on UK project

  3. What is E-Government • Any kind of services offered via electronic media to citizens. • Information about government procedures • Executing some government procedure completely or partly electronically • Participation in some government initiatives • Payment of invoices, taxes,…. • Registration

  4. Challenges for e-services • E-service delivery has the potential to add measurable value to the delivery of core public policy & services. • E-services has the potential to achieve cost savings by transforming the underlying processes by which government interacts and transacts with its customers. • The cost-saving potential of e-services cannot be achieved unless people actually use them.

  5. 1- A will from the Highest Level Factors of success Prime Minister’s Vision: “For public services, the real opportunity is to use information technology to help create fundamental improvement in the efficiency, convenience and quality of our services.”

  6. 2- Fixing Goals and targets Example • Universal Internet access for all who want it by 2005 • All Government services online by 2005 with key services achieving high levels of use Ensure Ministries to meet the Prime Minister’s targets for electronic service delivery: 25% capability by 2002 and 100% capability by 2005, with key services achieving high levels of use.

  7. E-Envoy office eGDP Board Department 3- Structuring and defining responsibilities • improve delivery of public services • monitoring progress • overcoming barriers • owns the e-Government vision, • provides leadership and direction, • responsibility for delivering • government services online

  8. The Office of e-Envoy (OeE) • OeE was set up in September 1999 as part of the Cabinet Office. • It includes different Unit for ensuring the execution of e-Government projects : • Authentication Unit • e-Communications Team • e-Delivery Team • E-Economy Team • E-Government Strategy Team

  9. The Office of e-Envoy (OeE) • Authentication Unit: to develop policies to deliver the necessary authentication services and to develop security frameworks to ensure trust and confidence in e-government services. • e-Communications Team: for ensuring that the Government has a first-class Internet presence, and that all its services are on-line by 2005. • e-Delivery Team: is responsible for the implementation and operation of projects initiated by the OeE. eDt focuses on delivery and technology innovation and provides products and services to government departments.

  10. 4- Defining critical factors of your plan Service Delivery Service Delivery e-Service Delivery of all (appropriate) government services, and 31 Key Services available different channels Cost Optimisation Delivery Plan Take-up Take-Up High take-up of Key Services –delivered though a variety of Channels. Cost Optimisation Enable e-services to be securely delivered at an affordable cost,

  11. Party 1 Party 3 Party 2 5- Follow up of the projects at the different levels Memorandum of Understanding Schedule for delivery Party 2 Responsibilities Party 1 Responsibilities

  12. Fully transactional service All the service (application) is executed on-line. Service for information and advice only 6 - Different level of transactions for the applications Partial transactional service Part of the application is executed on-line and the other part by traditional way. Service which uses an intermediary Creation of intermediary organisations which can provide help and advice on behalf of the Department responsible for the service.

  13. 7- Centralise when it is easier Adoption of central common services such as security, e-payment, secure e-mail,….. Adoption of standards to facilitate treatment, interaction between applications, to unify the interface,... Define guidelines for the development of application providing the different e-services

  14. Gateway Payments /Secure Outputs Web Services/ R&E Example Centralise when it is easier Government Services Government Content Database All transactions with Government Government Backoffice W3 www

  15. What does the Central part do? • Single route into any government system • Processes and routes XML “e-forms” • Provides “one password” access for users • Highly secure, resilient “always on” environment • Capacity to handle high volumes • Provides payment facilities

  16. Gateway Overview Front Office Government Portals Applications Commercial Portals Internet Middle Office Gateway Payments Secure Mail Security Registration And enrolment Transaction Credit Card Data Engine Debit Card Direct Debit Internet (Via VPN) Back Office

  17. Middle Office Gateway • Gateway provides generic building blocks for creation of end-to-end services: • Registration and Enrolment engine for authentication • Transaction engine for routing • Payment Engine for payment of government related bills by credit, debit card or for setting up direct debits • Secure Mail system for secure communications between user and Government

  18. 8- Adoption of Standards and Guidelines • In the UK, they have developed e-GIF – the Government Interoperability Framework – which “sets the infrastructure” • XML and XSL are core standards for data integration and management of data • Similar standards in other countries • e-GIF used as model by many

  19. Adoption of Standards and Guidelines • defines the minimum set of technical policies and specifications for information flows across government/ public sector • covers interconnectivity, data integration, e-services access and content management • plus e-Government Metadata Framework

  20. Example : e-GIF specification • Interoperability: systems interconnectivity, data integration, e-services access and content management • market support: only those widely supported by the market • Scalability • Openness: documented & available to the public • Independent – not specific to software, hardware,

  21. 9- Building services around customers Customer wants : • Services that are easy to understand • convenient, time saving interaction with government • awareness of the different services offered • Secure and reliable environment to transact • A choice of channels to find information they want

  22. Best practise in eService delivery The Canadian Government’s Portal helped double its audience within two years Consistent design across sites Direct transactions Practical services Tight links to local communities

  23. Directgov for UK Audiences Search Topics

  24. Liverpool’s Vision for the Customer • Putting the customer at the heart of what we do • Delivering high quality, value for money services • Getting it right, first time, every time • Being available when customers need us • Acknowledging that our customers have different needs

  25. 10- Inclusion of all citizens • Children, young people, middle aged, and aged people • Educated and non educated • On-line and those who have never used computers or internet • Poor and wealthy

  26. How to do so ? • Motivation address the motivational barriers which are keeping some segments of society away from internet use • Sophisticating use for those already online: encourage more advanced use of the internet by developing ICT skills • Initiatives for promoting the use of ICT training, promoting wider internet access in the home, and supporting access to government services

  27. 11- Variation of Channels • Via the Internet? • Via Internet, iDTV, kiosks, IVR? • Direct man to (government) machine, with no human interface? • Via call centres? • Accessible by everyone, through all channels?

  28. Variation of Channels

  29. Via Mobile in the future

  30. Variation of Channels • Adding an extra channels will need extra work, extra interfaces, and add costs unless positive action is taken. • Adding an extra channels will broaden the access to the services.

  31. 12- Partnership between Government and Private Sector • Joint Venture between the government and the private sector for the development of e-Government projects • Office of e-Envoy (Cabinet of Prime minister and British Telecom (BT)) • LDL: between Liverpool City Council and BT • University and BT (NHS)

  32. Example: LDL Structure • Joint Venture Company BT & LCC (80:20) • Operates 4 LCC Directorates • ICT • Contact Centre • HR & Payroll • Revenues & Benefits • 750 LCC staff seconded to LDL • Contract Value £350m over 10 years • BT investment £55m • Governance • LDL Board (4BT & 2LCC Directors) • LCC CEO • Management Team (5BT & 3LCC)

  33. 13- Coverage of different sectors • Education • Tourism • Voting • City Council

  34. 14- The use of Different Communication Technologies • DialUp • ISDN • Leased Lines • ADSL • Wireless

  35. References • Workshop about E-government organised by British Council • Visit to UK for E-government projects • www.e-envoy.gov.uk • www.ukonline.gov.uk • www.visitbritain.com • www.bt.com

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